Frontline hotel employees (FHEs) experience increased stresses, some of which result from
customer misbehavior (CMB). This study answers a significant gap on a holistic view (ie …

Service sector employees often deal with mistreatment in their interactions with the
customers. Mistreatment during the service interaction varies in severity and intensity …

Purpose Drawing on the conservation of resources theory, this study aims to identify the
mediating effects of depersonalization and resilience on the relationship between customer …

This research examines when and how employees might (or might not) engage in customer-
oriented citizenship behavior after experiencing customer mistreatment. Drawing upon …

Recent years have seen an increase in the use of email for work-related matters. Although it
represents a convenient way to communicate, it can expose workers to the risk of being …

Occupational stress is common in the workplace and leads to various negative outcomes
such as burnout, turnover, and medical problems. Although occupational stress is …

The emotional labor literature is vast and complex. Overwhelmingly, most studies focus on
surface acting and deep acting. Breaking character, expressing true, negative emotions to a …

In this thesis, it was evaluated coping with customer mistreatment, which is one of the
biggest problems ofthe service industry today. In the research, the relationships between …